Guest Relations Agent
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Key skills for this role
About the Role
Prepare for daily VIPs arrivals in terms of room allocation, amenities and special requests of Guests. Keep Mis-en-place ready for VIP arrival (Reg.-cards, room keys, welcome dr.
Key Skills for This Role
Responsibilities
- Prepare for daily VIP arrivals in terms of room allocation, amenities and special requests
- Register and process check in/out for all VIP guests efficiently and professionally
- Escort VIP guests to their rooms
- Handle walk in counter reservations and process call in reservations
- Resolve guest complaints and liaise with departments for follow up
- Handle issuance of guest room key cards and ensure effective control for guest security
- Ensure cleanliness and neatness of front office area
- Coordinate with bell desk regarding shuttle bus
- Review log book, verify outstanding and follow up pending
- Check VIP rooms after amenities are placed
Requirements
- Experience in guest relations or front office in a hotel
- Excellent communication and interpersonal skills
- Ability to handle VIP guests and resolve complaints professionally
- Knowledge of cashiering and reservation procedures
Full Job Posting
Role Overview
- Prepare for daily VIPs arrivals in terms of room allocation, amenities and special requests of Guests.
Key Responsibilities
- Keep Mis en place ready for VIP arrival (Reg. cards, room keys, welcome drink)
- Register and process check in/out for all VIPs guests efficiently and professionally.
- Escort VIP gussets to their rooms.
- Update guest information into the computer after a complete check in.
- Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon Guests departure.
- Handles walk in counter reservation at all times and process call in reservation when room reservations section is closed
- Provide friendly sand courteous service to guest and respond promptly to all requests and inquiries at all time
- Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up
- Handle issuance of guest room key cards and ensure effective control for guest security.
- Ensure that all messages, mails and packages are delivered to the guest room.
- Assist at the Information counter, Foreign Exchange and Business centre, as and when assigned.
- Have knowledge of the hotel rate codes, package, segmentation, discounts and how to handle each.
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